- 📍 Location: USA
- 🏭 Industry: IT Services
- 💼 Domain: Case Management & IT Asset Management
Challenge
The client, an IT services company based in the USA, faced major inefficiencies in case and asset management:
- Manual, inefficient case management workflows caused routing delays and inconsistent support.
- Lack of a standardized escalation process, leading to slower customer response times.
- Poor visibility into IT assets, resulting in inaccurate tracking and reporting.
- Fragmented team-to-customer communication.
- Difficulty in generating actionable insights due to dependency on manual reports.
Solution
We deployed a customized Salesforce solution to streamline service operations and asset visibility:
- Automated case assignment, escalation, and tracking for faster issue resolution.
- Implemented a knowledge base and self-service portal to reduce manual support requests.
- Integrated with ITGlue to sync asset documentation and improve visibility.
- Leveraged Salesforce dashboards and reports to track service metrics, uncover trends, and enhance accountability.
Business Impact
The solution delivered significant improvements across IT service efficiency:
- ⚡ Accelerated case resolution times.
- ✅ Reduced manual intervention and errors.
- 🛠️ Improved asset tracking and visibility.
- 📊 Actionable insights into support performance.
- 🤝 Enhanced collaboration and transparency across support teams.
- ✨ Increased customer satisfaction and stronger brand reputation.
Tech Stack
Technology:
- Salesforce CRM
- API Integrations
- Workflow Automation
- Dashboards & Analytics
Cloud: Salesforce Service Cloud, Integration Cloud
Tools: ITGlue, VS Code, Workbench